Recent dissatisfaction and discussion have been sparked by the membership policy of MINISO Group Holding Limited (MNSO). Many consumers have taken to social media to complain that cashiers at MINISO stores have requested proof of membership at checkout, with some even being told they cannot complete their purchase without being a member. The reason this issue has resonated so widely in a short time is that it touches on a common consumer frustration: simply wanting to buy an ordinary, everyday item, only to be blocked by various barriers, significantly diminishing the shopping experience and creating a feeling of being "held hostage."
The situation traces back to December of last year. At that time, MINISO implemented purchase limits for members to prevent scalpers from hoarding popular blind box products. This original intent is generally understandable, as the blind box market does see significant resale activity that prevents genuine fans from making purchases. The problem, however, is that this rule, initially targeting trendy toy products, has gradually been extended during implementation to other completely unrelated categories. Consumers have reported that even when trying to purchase the most mundane daily items—like a hair clip, a towel, or a pack of tissues—store staff now require them to sign up for membership to complete the transaction. This is very difficult to comprehend—what connection could buying a pack of tissues have with preventing scalper hoarding? Expanding the membership requirement to all product categories raises the question: is this about managing scalpers or creating difficulties for ordinary customers?
From a legal perspective, the Consumer Rights Protection Law clearly states that consumers have the right to independently choose goods or services, and business operators must not set unfair or unreasonable transaction conditions. If a merchant makes "signing up for membership" a mandatory prerequisite for purchasing ordinary goods without prior notice, it is indeed questionable. The specifics may vary from store to store—some instances may be due to staff misinterpreting policies, while others may be part of a unified corporate strategy. Regardless, forcing a consumer to register as a member just to buy a bottle of water is clearly an unreasonable experience.
What Consumers Can Do
So, as an ordinary consumer, what can you do to protect your legitimate rights when encountering similar unreasonable demands in daily life? First, you can try communicating with the store's duty manager or supervisor to understand the specific basis for the rule and whether there is any room for flexibility. Often, frontline staff are simply following instructions from higher-ups, but management may have more discretion. If communication within the store proves unfruitful, you can report the situation through the brand's official customer service channels, such as a 400 hotline or a feedback portal within the official app. Most reputable companies have supervision mechanisms for store service quality, and the headquarters will typically verify and address complaints received.
Utilizing Third-Party Complaint Platforms
Furthermore, there are third-party complaint platforms available that can help consumers efficiently voice their concerns. Taking the Black Cat Complaint platform as an example, it supports access via its official website, mobile app, and mini-programs within WeChat, Alipay, and Douyin. The process is relatively simple and convenient: you fill in the name of the entity being complained about, describe the issue, upload evidence such as receipts or chat records, and submit. The entire process can be completed in just a few minutes. After receiving a complaint, the platform reviews it and, upon approval, forwards the information to the relevant company, which is required to respond and follow up within a stipulated timeframe. Simultaneously, the anonymized complaint content is displayed on the platform, creating a degree of public oversight, which can help encourage companies to take the issue seriously and work towards a resolution.
Other Avenues for Redress
Beyond the above methods, there are more specialized channels for different types of consumer disputes. For example, issues involving food safety can be reported to local market supervision authorities; problems with pricing violations or improper price labeling can be reported by calling the 12315 hotline; disputes related to online shopping can be addressed through the complaint channels within the relevant e-commerce platform to request platform intervention; and cases involving unfair standard-form contracts in the service industry can be taken to consumer associations for assistance. Being aware of multiple recourse options and having some basic legal knowledge means you won't be at a loss about whom to contact when problems arise.
The Core Issue with Membership
Ultimately, membership systems themselves are not inherently bad. In fact, many retailers' membership programs do offer consumers tangible benefits like discounts, reward points, and exclusive services, representing a win-win business model. The critical issue is that membership should always remain an "optional" value-added service, not a "mandatory" prerequisite for making a purchase. When a membership system devolves from a marketing tool to attract customers into an instrument that indirectly restricts their freedom, consumers not only have the right to voice their dissatisfaction but also the right to vote with their feet and choose other brands that show more respect. It is hoped this incident will prompt more businesses to reflect: a truly sustainable business model should be built on a foundation of genuine respect for every consumer, not on using various tactics to "hold" users captive.
Comments